Clearer journeys, calmer experiences at Cabrini
Cabrini Hospital brought us in to improve their patient experience with a clear goal: to make the site easier to navigate. Our Gap Analysis showed the kinds of problems that often develop over time. Different signage systems had been layered on top of each other. Visual language was inconsistent. Directional cues didn’t always match how people actually used the space. Staff were stepping in to help, not because it was their role, but because the signs weren’t doing enough.
Project
Cabrini
Client
Cabrini Hospital
Collaborators
Location
Melbourne, Australia
Size
Project Build Cost
Focus
Evaluation & Validation
Wayfinding Strategy
User Experience & Service Design
The Gap Analysis and consequent workshops gave us insight into how patients, visitors, and staff experienced the site each day.Ppeople told us they wanted clarity, consistency, and reassurance, especially in moments of stress. They needed to know they were heading the right way before even setting off.
Cabrini’s commitment to customer service stood out. Staff genuinely care about making people feel welcome and supported. The wayfinding system we designed was built to reflect that same care. It offers useful information at the right time and in the right place, so people feel confident navigating on their own, while still knowing help is nearby if needed.
We created a whole-of-site wayfinding strategy that brings structure and logic to the experience. The new signage supports this system with large, legible text, strong contrast, and clear directions. Where possible, we simplified the naming of destinations to make them easier to remember and find. We also considered how different users move through the site, whether arriving for a quick appointment, attending as a day patient, or visiting a loved one.
The physical design of the signs supports both usability and aesthetics. We introduced curved forms with a soft profile, paired with timber veneer details that connect to Cabrini’s goal of creating a more welcoming, hotel-like environment. The result is a signage system that feels calm, functional, and well-considered, without drawing attention to itself.
Together, these changes reduce stress for patients and visitors, free up staff time, and help the hospital deliver a smoother, more supportive experience from start to finish. The signage now works as part of the broader care experience, quietly doing its job, so people can focus on what really matters.
